NIGEL L. WEST
System Administration
Morrow,GA
Summary
Reliable employee seeking System Administrator position. Offering excellent communication and good judgment. Accommodating Help Desk Administrator with 2 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
2
2
years of professional experience
Work History
HelpDesk Administrator
Goodwill North Georgia
Decatur, GA
06.2022 - Current
- Responsible for managing and monitoring AD account creations and closures as well as password resets and access to networks, voice services, and phone systems
- Provided administrative support to IT team by tracking equipment sign in and out for inventory, coordinating delivery and return of IT equipment to and from end users
- Responsible for setting up, deploying, and administration of computers to ensure all technology is functioning properly to support business needs.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Performed tests of functionality, security and performance of different workstations and devices.
Technology Operations Associate
TEKsystems
Atlanta, GA
01.2022 - 06.2022
- Acquired In-depth knowledge of software applications and operating systems
- Diagnosed and resolved variety of technical issues including software, hardware, and connectivity problems while providing training on hardware/software to end-users
- Experienced in communicating complex information in easily understood formats to diverse customer base across multiple platforms, including online, phone, and email.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Created help desk tickets, troubleshoot and resolve desktop issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Tier 1 Corporate Service Desk
Prime Technical Services Inc
Atlanta, GA
09.2021 - 03.2022
- Provided technical support to end-users via live phone calls, including troubleshooting and problem resolution for
- PCs and web-based applications using knowledgebase
- Provided tier 1 support for hardware and software, including laptops and workstations, and provided support for end user accounts via Active Directory or MS Office 365
- Utilized Service Now to track and log over 1000+ customer support calls.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Computer Lab Technician
Alabama State University
Montgomery, AL
02.2013 - 05.2013
- Increased the overall student success rate by 5% through assisting with printing management, software updates, troubleshooting equipment problems, technical support, and Audio/Visual
- Responsible for the maintenance and operation of computer labs which resulted in a 100% reliability rate for students
- Managed 70+ computers in a networked environment by troubleshooting network connections, loading software, and troubleshooting issues on university-owned computers, increasing personal knowledge
- Compiled and maintained online and hardcopy procedural information with standards, inventory and repair best practices.
- Configured, maintained and installed workstation, file servers and devices in adherence to established rules and regulations.
Education
B.S/M.S - Information Technology
Western Governors University
Salt Lake City, UT 12.2022 - Current
Skills
OS Installationundefined
Additional Information
System Administration Experience
Windows Server 2016 | Hands-On Virtual Labs
- Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.
- Added Windows 10 client machines to Windows Server 2016 domain.
- Created and modified Active Directory template user accounts to hold various properties.
- Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.
- Created and linked Group Policy Objects (GPO) in Active Directory.
- Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.
Volunteer/Personal Experience
- Diagnosed and repaired laptops and computers from multiple manufacturers.
- Repaired gaming consoles.
- Configured, formatted, and maintained PC desktops, laptops, local printers, peripheral devices, and associated software.
- Reinstalled software programs or adjusted settings on existing software to fix machine malfunctions.
Timeline
B.S/M.S - Information Technology
Western Governors University
12.2022 - Current
HelpDesk Administrator
Goodwill North Georgia
06.2022 - Current
Technology Operations Associate
TEKsystems
01.2022 - 06.2022
Tier 1 Corporate Service Desk
Prime Technical Services Inc
09.2021 - 03.2022
Computer Lab Technician
Alabama State University
02.2013 - 05.2013
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